Frequently Asked Questions

Every device holds value. Phobio gets it back.

We're a device lifecycle company that powers trade-in and buyback programs for consumers and businesses, combining technology and operational expertise to recover the value in used technology from instant pricing through final payment.

Phobio helps consumers and businesses unlock the value in used technology.

Through trade-in and buyback programs, we make it easy to extend the life of devices, recover value from technology that is no longer needed, and keep more devices in use for longer. Our platform combines technology, logistics, and operational expertise to simplify every step of the process.

The process typically begins with a quote, followed by shipping or collecting the device, confirming its condition through inspection, and issuing payment or credit according to the program. Throughout the process, Phobio’s technology manages pricing, logistics, secure data handling, reporting, and lifecycle services to create a simple, secure experience.

Phobio combines technology and operational expertise to power trade-in and buyback programs from start to finish.

Rather than simply buying devices, we help businesses launch customized programs that fit their brand and customer experience. Our technology supports pricing, logistics, inspections, reporting, and payments, making it easier to recover value from used technology.

Yes. For almost two decades, Phobio has helped consumers and organizations unlock the value in used technology through secure trade-in and buyback programs.

We process millions of devices and power programs for leading retailers, wireless carriers, manufacturers, enterprises, and channel partners while maintaining rigorous security, quality, and operational standards.

Yes. Protecting devices and customer information is built into every step of the trade-in process.

From secure shipping and chain-of-custody procedures to certified data erasure and established operational controls, Phobio is designed to protect your device and personal information from the moment it is shipped through final processing.

Phobio is headquartered in Atlanta, Georgia, and supports consumers and business partners across North America, Latin America, and Europe.

Consumers and businesses use Phobio to recover value from used technology.

Consumers use Phobio to trade in smartphones, tablets, laptops, wearables, and other devices through our own programs or through trade-in experiences offered by our retail, carrier, manufacturer, and enterprise partners.

Businesses, including retailers, wireless carriers, manufacturers, enterprises, and channel partners, use Phobio to power trade-in, buyback, and device lifecycle programs for their customers and employees.

No. Phobio does not power the Apple Trade In program today.

We have worked with Apple on trade-in initiatives in the past. Today, we power trade-in and buyback programs for retailers, wireless carriers, manufacturers, enterprises, and channel partners across North America.

Phobio powers trade-in and buyback programs for many leading retailers, wireless carriers, manufacturers, and enterprise organizations.

Because some partner relationships are confidential, we don't publicly identify every organization we support. Our customer stories and case studies highlight examples of how organizations use Phobio to simplify device recovery and create new value from used technology.

Phobio is a device lifecycle company.

We help maximize the value and useful life of technology by keeping devices in use whenever possible. When a device reaches the end of its useful life, we work with certified downstream partners to ensure it is responsibly recycled.

Phobio maintains certifications and standards that support quality, security, and responsible device processing.

These include:

• R2v3 certified operations
• ISO 9001 certified quality management

These certifications reflect our commitment to consistent processes, secure device handling, and responsible end-of-life management.

Protecting data is built into every step of the buyback process.

As an R2v3 certified organization, we maintain secure chain-of-custody procedures and use NIST 800-88 compliant or equivalent data sanitization methods, with certified verification where supported. Before sending a device, we also guide customers through removing personal accounts and activation locks to help protect their information and ensure a smooth trade-in experience.

Every device is inspected after it is received.

We evaluate its condition and determine the best next use. Whenever possible, devices remain in circulation so they can continue delivering value. Devices that have reached the end of their useful life are responsibly recycled through certified downstream partners.

Consumer trade-in is designed for individuals trading in personal devices. Business device buyback is designed for organizations selling multiple company-owned devices.

While both programs help recover value from used technology, business buyback programs often include additional services such as bulk quoting, onsite services, logistics, and reporting.

Trading in your device is an easy way to recover value from technology you no longer use.

Instead of letting an old device sit in a drawer, you can put its value toward your next purchase or receive payment while helping extend the life of technology.

Yes. You don't need to purchase a new device to trade in your old one. Depending on the program, you'll receive cash, store credit, a gift card, or another available payment method for your eligible device.

Yes. Consumers can trade in eligible devices directly through Phobio at trade.phobio.com/direct

Yes. Phobio works with businesses of all sizes to purchase eligible company-owned devices through our buyback program.

Phobio supports single-unit buyback for dispersed teams and also bulk buyback where devices are centralized.

Yes. If you are a consumer, you can trade in multiple eligible devices by creating a separate trade for each one. Each device receives its own quote and should be shipped using the shipping materials provided for that trade.

If you are a business, you can request a quote for multiple devices at once.

Trade-in value is based on several factors, including your device's model, storage capacity, condition, and current market value.

You'll receive an instant quote based on the information you provide. Once we receive your device, we'll inspect it to confirm its condition and finalize your trade-in value.

Yes. Trade-in values can change as market conditions change.

Once you receive a quote, your trade-in offer is guaranteed for a period of time as specified in the program terms and conditions, provided the device you send matches the information you submitted.

Promotional value depends on the trade-in program. Depending on the program, promotional value may be provided by Phobio, the participating retailer, carrier, manufacturer, or another program partner.

The process typically begins with a quote, followed by shipping or collecting the device, confirming its condition through inspection, and issuing payment or credit. Throughout the process, Phobio’s technology manages pricing, logistics, secure data handling, reporting, and disposition to create a simple, secure experience.

The donation process begins with selecting your favorite non-profit and submitting your trade specifics online (manufacturer, model, storage, and condition). You'll receive a quote for your trade, and we'll send you a confirmation email and shipping label so you can pack and ship your trade to Phobio. From there, we inspect and securely erase your trade, issue an in-kind donation tax receipt, and send your trade-in value directly to the foundation you selected.

Eligible devices vary by program and partner. The most accurate way to confirm eligibility is to use the trade-in tool for the retailer, manufacturer, carrier, or business program you are using.

Phobio accepts a wide range of smartphones from many of the world's leading manufacturers. Eligibility depends on the device model and condition.

To see if your phone qualifies, simply start a trade-in and select your device. If your model is eligible, you'll receive an instant quote.

Yes. Phobio accepts many iPad models, including recent and older generations. Eligibility and trade-in value depend on the device model and condition.

Yes. Phobio accepts many Android tablets from leading manufacturers. Eligibility and trade-in value depend on the device model and condition.

Yes. Phobio accepts many Microsoft Surface devices, including select Surface tablets and laptops. Eligibility and trade-in value depend on the device model and condition.

Yes. Phobio accepts many MacBook models, including MacBook Air and MacBook Pro. Eligibility and trade-in value depend on the device model and condition.

Yes. Phobio accepts many Windows laptops from leading manufacturers. Eligibility and trade-in value depend on the device model and condition.

Yes. Phobio accepts select desktop computers, including Mac mini and Mac Studio models. We do not currently accept all-in-one desktop computers. Eligibility and trade-in value depend on the device model and condition.

Phobio accepts eligible smartwatches from Apple, Samsung, and Garmin. Eligibility and trade-in value depend on the device model and condition.

Yes. Phobio accepts a growing selection of fitness technology, including action cameras, cycling computers, and golf rangefinders. Eligibility and trade-in value depend on the device model and condition.

Phobio accepts a wide range of consumer electronics. In addition to phones, tablets, computers, and smartwatches, we also accept select devices such as action cameras, cycling computers, and golf rangefinders.

We regularly expand our catalog as new devices become eligible for trade-in and we find new categories where a second life is possible.

Not every device is eligible for trade-in. We regularly review and expand the devices we accept based on factors such as the device type, model, and age.

If you don't see your device today, check back in the future as additional models and categories may become eligible.

If your device isn’t listed in our catalog, it isn’t currently eligible for trade-in.

Your trade-in quote is based on the exact device you selected, including its model and storage capacity.

If you send a different device, your trade-in value may change, or the device may not be eligible for trade-in.

To qualify for trade-in, devices must have their original manufacturer-installed components. Devices with replacement screens or other third-party repairs aren't eligible for our trade-in program. We recommend recycling these devices through a certified electronics recycler to ensure they are handled responsibly.

Devices with missing parts may still be eligible for trade-in, depending on what's missing and the overall condition of the device.

Every device is inspected after it is received. If missing parts affect the device's condition or functionality, your trade-in value may be adjusted or the device may not qualify for trade-in.

Before shipping your device, we recommend taking a few simple steps to protect your information and help ensure a smooth inspection.

You should:

• Back up any important data.
• Sign out of your accounts and remove any security or activation locks associated with your device, such as Find My (Apple), Factory Reset Protection (FRP) (Android), or any manufacturer-specific activation or account locks.
• Erase your personal data if possible.
• Remove your SIM card (if applicable).
• Remove any cases, screen protectors, watch bands, docking stations, or other accessories unless specifically instructed otherwise.
• Pack your device securely using the provided shipping instructions.

Completing these steps helps avoid delays and ensures your device can be inspected as quickly as possible.

Yes.

Before shipping your device, back up any photos, contacts, documents, or other personal information you wish to keep.

Every device received by Phobio is securely erased during the inspection process. Once the data has been erased, it cannot be recovered.

We strongly recommend verifying your backup before shipping your device.

While it is recommended that you erase your device before shipping it, it is not always required.

Every device received by Phobio undergoes a secure data erasure process before inspection begins. This protects your personal information and prepares the device for reuse or recycling.

Even if you erase your device yourself, Phobio will securely erase it again as part of its standard inspection process.

Activation Lock must be removed before your device can be fully processed.

For Apple devices, this means disabling Find My and removing the device from your Apple Account. For Android devices, you should remove the Google account associated with the device to disable Factory Reset Protection (FRP).

If Activation Lock or Factory Reset Protection remains enabled when your device is inspected, your trade-in may require a revised offer or additional action before processing can continue.

For step-by-step instructions, please visit the manufacturer’s official support guides:

• Apple devices (iPhone, iPad, Mac, Apple Watch): How to remove Activation Lock (Apple Support)
• Android devices: Reset your Android device to factory settings (Google Support)

Factory Reset Protection (FRP) is a security feature found on most Android devices.

When enabled, FRP requires the Google account previously associated with the device after it has been reset. This helps prevent unauthorized use if a device is lost or stolen.

Before shipping your Android device, you should remove your Google account so Factory Reset Protection is disabled.

If FRP remains enabled, your trade may require additional action before it can be completed.

Mobile Device Management (MDM) is software used by businesses, schools, and organizations to remotely manage devices they own.

If a device is still enrolled in MDM, it may remain locked to the organization even after it has been erased.

Before trading in a company-owned or school-issued device, verify that your IT administrator has removed it from MDM. Devices that remain enrolled may not qualify for full trade value.

Yes.

If your device uses a physical SIM card, remove it before shipping your device.

Your SIM card contains information associated with your wireless service and is not needed for the trade-in process.

If you use an eSIM, there is no physical SIM card to remove.

Accessories include items that are separate from the device itself, such as:

• Charging cables
• Power adapters
• Watch bands
• Smart pens or styluses
• Keyboards
• Docking stations
• Protective cases
• Screen protectors
• Original retail boxes
• External storage devices

Unless specifically requested as part of your trade, these items are not required.

No.

Chargers, cables, watch bands, cases, keyboards, smart pens, original boxes, and other accessories are not required for most trade-ins.

If these items are included, they generally cannot be returned and will be responsibly recycled.

If accessories are included with your shipment, they generally cannot be returned.

To help keep the inspection process efficient, accessories that are not part of the trade-in are responsibly recycled.

Before sealing your package, double-check that you’ve only included the device you’re trading in.

If you forgot to erase your device before shipping it, don’t worry. Every device received by Phobio undergoes a secure data erasure process before inspection or grading begins, using industry-recognized data erasure standards.

Once your device has been dropped off with the shipping carrier, you should assume that any data remaining on the device will not be recoverable. For this reason, we strongly recommend backing up any important photos, files, contacts, or other personal information before shipping your device.

To help protect your privacy and maintain the integrity of our security procedures, Phobio cannot guarantee that a device can be intercepted or returned before the secure data erasure process begins

Once you accept your trade-in quote, we’ll provide everything you need to ship your device. Depending on the program and device category, you’ll receive a prepaid shipping label, a QR code for carrier drop-off, or a shipping kit. Follow the instructions provided with your trade to prepare and ship your device.

Yes. Shipping is included with your trade-in.

Yes. If your trade includes a printable label, you can print it at home and attach it to your package before dropping it off with the designated shipping carrier.

If your trade is eligible for QR code drop-off, you can bring your device to a participating carrier location without printing a shipping label. An associate will scan your QR code, package your device, and apply the shipping label.

Your Trade Dashboard and shipping instructions will tell you where to drop off your package. Available carriers and drop-off locations may vary by program.

If your trade includes a shipping kit, it will be shipped to the address you provided after you accept your offer. Shipping kits typically arrive within five business days of quote acceptance.

You can track the status of your shipping kit from your Trade Dashboard.

Yes. If your shipping kit is lost, damaged, or hasn't arrived, you can request a replacement from your Trade Dashboard.

You can track your shipment from your Trade Dashboard or by using the tracking number provided with your shipping label or shipping confirmation.

Yes. If you need to change your shipping address, contact Customer Support through your Trade Dashboard as soon as possible.

Shipping delays may affect your ability to send your device before your trade-in quote expires, so we recommend contacting us as soon as you know your shipping address has changed.

Monitor your tracking information for updates. If you believe your package has been lost or hasn't moved for an extended period, contact Customer Support so we can investigate with the carrier.

If your package is damaged during shipping, we'll work with the shipping carrier to investigate. Following the provided packing instructions can help protect your device during transit.

No. Each trade-in should be shipped separately using the shipping materials provided for that specific trade.

We recommend dropping off your package at a staffed carrier location whenever possible and requesting a drop-off receipt. The use of a drop-box may delay your shipment from arriving for inspection within the 21-day quote guarantee.

Your drop-off receipt confirms that the carrier accepted your package and includes shipment information that may be helpful if there's a shipping issue. Keep it until your trade-in has been received and processed.

Follow the shipping instructions provided with your trade. If you're using a shipping method that includes packaging, you should not need to purchase additional materials. If you encounter an issue, contact Customer Support before shipping your device.

Make sure you're using the current QR code shown in your Trade Dashboard and that you're visiting an eligible drop-off location. If the problem continues, contact Customer Support.

Contact Customer Support as soon as possible. Using the wrong shipping label may delay processing while we identify and match your shipment to the correct trade.

Contact Customer Support as soon as possible with details about the device you shipped. Once your shipment is received, we'll work with you to determine the appropriate next steps.

A shipment may be marked as delivered before it has been received and checked into our system. Please allow time for processing after delivery. If your trade hasn't updated after several business days, contact Customer Support.

Every device received by Phobio goes through a standardized inspection process designed to verify that the device matches the information provided when the trade-in was created.

Before any cosmetic or functional grading takes place, the device undergoes secure data erasure using industry-recognized standards. Once data erasure is successfully completed, trained inspectors verify the device model, examine its physical condition, and test key hardware functions. Depending on the device type, this may include evaluating the display, housing, buttons, cameras, ports, and other core functions.

Your quote is based on the information you provide when requesting your trade-in.

If, during inspection, we find that:

• the device model or storage capacity is different,
• the condition doesn't match what was reported,
• the device is carrier locked or has an unpaid financing balance,
• Activation Lock or another security lock is still enabled, or
• the device was received after the quote guarantee period,

your trade-in value may be adjusted to reflect the device we received.

If your trade-in value changes, we'll explain why and give you the opportunity to accept or decline the revised offer before moving forward.

Trade-in value may be reduced by cosmetic or functional issues including:

• Cracked or broken displays
• Housing damage such as dents, bends, or cracks
• Deep scratches
• Display burn-in
• Dead pixels
• Display discoloration
• Non-functioning displays
• Liquid damage
• Non-working cameras or ports
• Battery swelling (devices with swollen batteries are ineligible for trade-in due to transportation safety requirements)
• Devices that cannot be securely erased because of software restrictions or security locks

The specific impact depends on the severity of the damage and the device model.

A carrier lock means your phone can only be used on a specific wireless carrier.

Many trade-in programs require devices to be carrier unlocked to receive the highest possible value. If your device is found to be carrier locked during inspection, your value will be adjusted depending on the program requirements.

On most iPhones, you can check by going to:

• Settings → General → About → Carrier Lock

If it says No SIM Restrictions, your device is carrier unlocked.

Android devices vary by manufacturer and carrier, so the easiest method is usually contacting your wireless provider.

A finance lock means there is still an unpaid installment plan or financial obligation attached to the device.

Unlike a carrier lock, a finance lock does not necessarily prevent a device from functioning, but it can reduce its trade-in value.

Finance-locked devices are still eligible for trade-in, although they receive a reduced value. If one is discovered during inspection, you’ll receive a revised offer that you can either accept or decline.

Although they’re often confused, they’re different.

Carrier Lock

• Restricts the device for use on one carrier.
• Can often be removed after carrier requirements are met.

Finance Lock

• Indicates money is still owed on the device.
• Exists because the device has not been fully paid off.

If a device is Carrier-Locked, it doesn't necessarily mean that it is Finance-Locked; also, if financial obligations have been met, that does not always mean that the carrier lock has been removed. You will want to reach out to your wireless provider for additional assistance in confirming that process.

Devices must have Activation Lock (such as Find My iPhone or Find My Mac) removed before they can be processed.

Similarly, devices enrolled in Mobile Device Management (MDM) are not eligible for trade-in until they are released by the organization that manages them.

If these security protections cannot be removed, the device cannot be processed for a trade value. You have 14 days after the inspection to review and either accept the revised offer, and your device will be responsibly recycled. Customers are responsible for removing these locks before shipping their device.

If the device we receive doesn't match the model selected when the quote was created, we'll recalculate the quote using the actual device received.

If the corrected value is lower, you'll receive a revised offer email with 14 days to accept or decline before moving forward. If the corrected value is higher, we'll automatically update the value and accept it on your behalf. No action is required.

Yes.

If you do not wish to accept the revised value, you may decline it during the 14-day hold period. Your device will then be returned to you free of charge after secure data erasure has been completed.

Once the courier has received your device, ownership transfers to Phobio.

The exception is when a revised offer is issued. At that point, you may decline the revised offer and have your device returned at no cost.

A revised offer remains available for 14 days.

If you do not respond within 14 days, the revised offer will automatically be accepted. If the revised offer includes payment, your trade will move forward using the revised value. If the revised offer is for a $0 value, the device will be responsibly recycled in accordance with the program terms.

If the inspection determines that your device is in better condition than originally reported or that a different eligible model was received, we’ll increase your trade-in value before payment is processed.

While most revisions involve decreases because discrepancies are being corrected, increases can occur whenever inspection supports a higher value.

Inspectors verify:

• Device model
• Serial number or IMEI
• Physical condition
• Display quality
• Housing condition
• Cameras lens
• Buttons
• Ports
• Security locks
• Ability to securely erase the device
• Any other condition that affects market value

The goal is to confirm that the device matches the information originally submitted.

It means the inspection found differences between the condition selected during quote creation and the condition of the device that was received.

This could involve cosmetic damage, functional issues, display abnormalities, missing features, or another discrepancy that affects trade value.

If you believe the inspection is incorrect, contact Phobio Support before deciding on the revised offer.

Support can review the inspection details and determine whether additional review is appropriate. If no change is warranted, you may still decline the revised offer and have your device returned during the response window.

When available, the Trade Dashboard includes inspection documentation explaining why the value changed and, if applicable, includes photographs showing the issue that affected the revised offer.

The availability of photos depends on the inspection findings and program.

If no decision is made within 14 days, the revised offer is automatically accepted.

At that point, the device is processed accordingly. If there is still an associated value, payment processing begins, and the trade cannot be reversed or returned. If it is a $0 value device, it will be responsibly recycled.

Trade quotes are guaranteed for 21 days from the date they are created.

If your device arrives after that period expires, the quoted value may be revised based on current market pricing or other applicable factors. You’ll receive a revised offer before the trade proceeds.

Feel free to reach out to our Customer Support at phobiosupport@phobio.com with any additional questions or concerns about your specific trade-in.

Your device will be identified during inspection and compared with the model selected during trade creation.

If a different model is received, the trade-in value will be recalculated using the actual device. You’ll receive a revised offer explaining the change and can choose whether to accept it or have the device returned.

If the device is identified as a higher-value device than what was quoted, we will adjust your trade, and it will be auto-accepted if the inspected value is greater than the quoted value.

Payment is issued after your device has been received, inspected, and your trade-in value has been finalized. Processing times vary by program and payment type, but you can track the status of your trade in your Trade Dashboard.

Your payment method depends on the trade-in program. Depending on the program, you may receive a digital gift card, prepaid card, direct payment, store credit, or another payment method. Your Trade Dashboard will show how and where your payment will be delivered.

Payment options are determined by the trade-in program and cannot be changed after your offer is accepted. If your program provides store credit or a gift card, a cash payment is not available.

Digital gift cards are typically sent by email after your payment has been issued within 3-5 business days. Check your inbox, spam folder, and promotions folder if you don't see it.

If you haven't received your payment, first check your Trade Dashboard for your trade status. Payment is issued after your device has been received, inspected, and your trade-in value has been finalized.

If your dashboard shows that payment has been issued but you haven't received it, contact Customer Support.

Payment may be issued by Phobio or the program partners, depending on the trade-in program.

Your trade-in value reflects the value of your device based on its model and condition. Some partners may offer additional promotional value as part of a limited-time offer. Promotional amounts are funded by the partner or OEM and are separate from your device's trade-in value.

Yes. If you can't locate your payment email, contact Customer Support through your Trade Dashboard, and we'll help you access your payment.

Contact Customer Support through your Trade Dashboard as soon as possible. We'll work with you to update your information and help ensure your payment is delivered correctly.

The expiration date and redemption process for your gift card may vary depending on the type of reward you received and when your trade was completed.

In some cases, the gift card itself may still be valid even if the original redemption link has expired. In other cases, certain reward types may have expiration dates established by the card issuer.

If you’re unable to redeem or use your gift card, please contact Customer Support. We’ll be happy to review your trade and determine what options may be available based on the type of reward you received.

Payment is issued after your revised offer has been accepted and your trade has completed processing. If you've accepted a revised offer and your payment hasn't arrived after processing is complete, contact Customer Support through your Trade Dashboard.

Phobio’s goal is to keep devices in use for as long as possible.

While we don’t currently refurbish devices ourselves, we evaluate every device to determine its highest-value next use. When appropriate, devices may be routed to trusted refurbishment partners so they can be prepared for their next owner.

Yes. When a device has reached the end of its useful life, it is responsibly recycled through certified downstream partners.

Our priority is to keep technology in use whenever possible. Recycling is the final step for devices that can no longer be reused.

Trading in a device helps keep technology in use longer.

Many devices still have years of useful life after their first owner is finished using them. By extending a device's lifecycle whenever possible, trade-in programs help reduce electronic waste and the demand for new raw materials.

Many electronics still have value long after you're finished using them.

Trading in your device gives it the opportunity to be reused by someone else whenever possible. If it can't be reused, it can be responsibly recycled through certified downstream partners instead of ending up in a landfill.

IT asset buyback helps businesses recover value from company-owned devices they no longer need.

Phobio purchases eligible laptops, desktops, tablets, smartphones, and other business technology, making it easy to turn retired assets into capital while supporting secure and sustainable device disposition.

Businesses submit a list of eligible devices for a quote. Once a quote is accepted, devices are shipped to Phobio for inspection and processing. After the inspection is complete, payment is issued based on the final approved value.

Throughout the process, businesses can track the status of their buyback through the Buyback Portal.

Requesting a quote is easy. Upload your device inventory through the Buyback Portal at https://business.phobio.com/, and we'll review your submission and provide a quote for eligible devices.

You can track every stage of your buyback through the Buyback Portal, including quote status, shipping, inspection, payment, and reporting.

Devices protected by Mobile Device Management (MDM) may not be eligible for their quoted value until the management lock has been removed.

If an MDM lock is detected during inspection, we'll notify you and provide an opportunity to remove the lock before processing is completed.

Phobio offers multiple shipping options based on the size of your buyback. Depending on the deal, this may include prepaid shipping labels + shipping kits, or onsite pickup for larger shipments.

Yes. Businesses can recover value from a wide range of eligible technology, including laptops, desktops, tablets, smartphones, and other devices.

Device buyback helps businesses recover value from retired technology that can be reinvested in new hardware, IT initiatives, or other business priorities.

Yes. Phobio supports device refresh programs of all sizes, from routine employee upgrades to large enterprise technology refreshes.

Our platform helps businesses manage quoting, logistics, inspection, reporting, and payment through a single buyback process.

Protecting business data is built into every step of the buyback process.

Devices are sanitized using NIST 800-88 compliant or equivalent data sanitization methods, with certified verification where supported.

Yes. The Buyback Portal provides reporting throughout the buyback process, helping businesses track shipments, inspections, completed payments, and other program activity.

Payment is typically issued by ACH or eCheck after your devices have been received, inspected, and the final value has been approved.

Your quote or program documentation will outline the payment method and any applicable payment terms.

Payment is typically issued within 30 days after the final value of your buyback has been confirmed.

Your Buyback Portal allows you to track the status of your shipment, inspection, value confirmation, and payment throughout the process.

Yes. Phobio supports remote employee device returns through programs that allow employees to ship eligible devices directly from their location, simplifying equipment recovery for distributed workforces.

Phobio maintains documented chain-of-custody procedures throughout the buyback process to help ensure devices are tracked from shipment through inspection, processing, and final disposition.

For each device received, Phobio creates detailed records of when, where and how it was received, of its inspected condition and unique identifiers, and to whom it was sold or when and how it was recycled. Complete end-to-end documentation is vital for ensuring both security and accurate sustainability records.

Yes. Protecting your personal data is built into every step of the trade-in process.

We guide you through removing personal accounts before shipping your device and follow secure handling and data sanitization procedures after it is received.

Devices that do not power on are not eligible for trade-in.

If your device powers on but has other issues, you may still be eligible for a trade-in. Select the condition that best matches your device when requesting a quote.

Yes. Many damaged devices are still eligible for trade-in.

Be sure to accurately answer the condition questions when requesting a quote. Your device will be inspected after it is received to confirm its final trade-in value.

Yes. Carrier-locked devices may still be eligible for trade-in.

Be sure to select the correct carrier when requesting your quote.

No. Devices protected by Activation Lock, Find My iPhone, or similar security features must have those locks removed before they can be traded in.

If Activation Lock is still enabled when your device is inspected, your trade may be delayed or become ineligible.

Yes. In many cases, financed devices can still be traded in. However, if your device has an unpaid financing balance, your trade-in value may be adjusted until the balance has been paid and the device is no longer finance locked.

You're responsible for any remaining balance owed to your carrier or financing provider. Trading in your device does not cancel your financing agreement.

No. You don't need the original box to trade in your device.

Yes. If you no longer wish to complete your trade, you can cancel it through your Trade Dashboard before shipping your device. If you've already shipped your device, contact Customer Support through your Trade Dashboard as soon as possible.

You can contact Customer Support directly through your Trade Dashboard or at phobio.com/support. Our team can help with shipping, inspections, payments, and any questions about your trade.

You'll need to recover your Apple ID password directly through Apple before removing Activation Lock.

Once you've regained access to your account, remove Find My iPhone and Activation Lock before shipping your device.

Check your spam, junk, and promotions folders first.

If you still can't find the email, verify the email address associated with your trade and contact Customer Support through your Trade Dashboard if you need additional assistance.

Status updates may take time as your shipment moves through each stage of the trade-in process.

If your dashboard hasn't updated for several business days and you expected it to, contact Customer Support through your Trade Dashboard.

Confirm that you're using the QR code associated with your current trade and that you’re at a participating location for QR code-based drop-off.

If the issue continues, contact Customer Support through your Trade Dashboard.

Tracking updates may not appear immediately after your package is shipped.

If your tracking hasn't changed for several business days, contact Customer Support through your Trade Dashboard so we can investigate.

Carrier tracking may show your package as delivered before it has been received and checked into our system.

Please allow time for processing. If your dashboard hasn't updated after several business days from delivery, contact Customer Support.

If you don't respond to a revised offer before the deadline, it will be automatically accepted according to the terms of your trade-in program.

If you missed the deadline and have questions about your trade, contact Customer Support through your Trade Dashboard immediately.

Contact Customer Support through your Trade Dashboard as soon as possible.

We'll review your shipment after it arrives and work with you to determine the next steps.

If your device still has Activation Lock or another security lock enabled, your trade may be delayed or become ineligible until the lock is removed.

Contact Customer Support through your Trade Dashboard as soon as possible for assistance.

Unfortunately, we are unable to return or recover accessories that are not a part of your original quote. Once your device is received for inspection, any additional accessories are separated from the device and are responsibly recycled.

If you decline your revised offer, your device will be returned to you at no charge. We will prepare the device for return, and you will receive the return tracking number on your Trade Dashboard. Devices are typically shipped within 10 business days after the revised offer is declined.

Protecting your personal information is one of our highest priorities. As part of our standard inspection process, every device received by Phobio undergoes secure data erasure before inspection or grading begins. If your device was returned after you declined a revised offer, it was returned in accordance with the terms and conditions of your trade-in program.